SHEILAR PAEZ MILAN
Address: 17 Masagana Subdivision Tambo, Lipa City
Mobile number: -
Email address:-
PROFESSIONAL SUMMARY
I have 5+ years of experience in the Customer Service industry. I have developed excellent skills in handling
customer concerns via phone, chat, and email. I have also acquired advanced knowledge in training facilitation,
team, management, performing quality audits, generating data reports, and data analysis. Moreover, I’m also
comfortable and can easily adjust to using different tools and systems to effectively perform the assigned tasks, and
ensure that all deliverables are submitted on time.
WORK EXPERIENCES
TDCX (MY) Sdn. Bhd.
Kuala Lumpur, Malaysia
October 2021 to November 2022
Account Specialist
Identify customer's needs, researching any existing issue in order to provide strategic solutions that will
address customer's needs
Provide excellent support experience to customers via all relevant communication channels
Ensure first contact resolution and effective follow-up with Service partners and internal departments
toensure case closure in accordance to our service standards
Assist merchants during onboarding process and KYC due diligence
Identify and analyze merchant’s issue/s and provide strategic solutions with regards to verification or
compliance requirements
Build sustainable relationships and engage customers by taking the extra mile
Any other duties and responsibilities that may be assigned to you by the management from time to time,
within your category of employment in the organization and for the effective implementation,
maintenanceand continual improvement of the Quality Management System
LizardBear Tasking Inc. (TaskUs PH)
Batangas City, Batangas
May 2021 to August 2021
Learning Experience Leader
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Create and deliver end-user, partner, and distributor training which includes curriculum, training, and
examsfor all general preparatory courses prior to enterprise endorsement
Continuously improve training programs and other learning opportunities across the organization
Amend and revise programs as necessary for them to adapt to the changes in the work environment
Act as content expert, and maintain relevant training documents and training materials for
trainingconducted
Perform Quality audits during nesting phase
Create infographics on a weekly basis to help address agents’ opportunities identified by the
Quality team
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Create a weekly performance report to identify the progress of the trainees during classroom
training and nesting
Ensure that all trainees adhere to company's Code of Conduct
Teletech Customer Care Management Phils., Inc.
Lipa City, Batangas
August 2018 to May 2021
Product Trainer – December 2019 to May 2021
Facilitate New Hires Trainings, and all applicable client trainings
Coordinate, analyze and consolidate all necessary data in order to deliver training in a timely and
accuratemanner following client requirements and company standards
Coordinate with Operations and Quality Team to improve the key success metrics associated with
training goals
Facilitate call simulation and perform quality audits during classroom and nesting phase
Facilitate coaching sessions for New Hires to assess their will and skill in terms of performing their roles
Track New Hires progress from classroom training up until their endorsement to Operations
Conduct post-training analysis to identify strengths and opportunities of the trainees
Review training curriculum to ensure that it’s align with the organization’s goals, and make amendments as
needed
Create Tips of the Week for the identified opportunities of the agents
Create weekly quizzes to gauge the knowledge of the agents based on the Tips of the Week shared
Perform other duties as assigned
Quality Assurance Specialist – April 2019 to November 2019
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Perform quality audits of the agents’ calls
Participate in call simulation of the trainees during their nesting phase
Participate in call listening to identify the needs and expectations of the customers.
Coordinate and facilitate call calibration sessions with the Operations, Training and Quality Team
Generate week-over-week audit reports to identify the top call drivers and opportunities
Create Quality Tips as needed, especially if there are any updates in the Quality guidelines
Provide feedback to Team Leaders regarding the quality performance of the agents
Facilitate quality guidelines discussion to new hires
Customer Care Professional – August 2018 to March 2019
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Answer high volume of calls from the healthcare providers and their representatives.
Maintain all compliance and HIPAA regulations at all times.
Assist customer inquiries with regards to eligibility and benefit coverage for behavioral health
Process authorization for certain treatments
Triage authorization requests to ensure that it will be routed to the correct department to avoid any
delays
Provide claim statuses to identify the paid amount and/or denial reason
Send Explanation of Benefits whenever requested
Telus International Philippines, Inc.
Taguig, Metro Manila
June 2017 to June 2018
Operations CSR III
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Assist customers by answering billing and product questions through phone and email.
Create order in the system for newly acquired or modified service/s.
Do basic troubleshooting for technical issues of the services.
EDUCATION
Bachelor of Science in Business Administration major in Operations Management
Kolehiyo ng Lungsod ng Lipa
Lipa City, Batangas
Graduate – 2017
CHARACTER REFERENCE
Available upon request
Sheilar Milan
